Client Solution Engineer for SaaS Company

e123; Laguna Hills (CA); Remote; USD 125,000 - 150,000; Full time

Job summary

Join a forward-thinking company as a Client Solution Engineer, where you will engage with B2B clients to enhance their experience with a powerful insurtech platform. This role focuses on building lasting relationships, troubleshooting complex issues, and ensuring clients maximize the utility of the software. You'll work closely with developers to implement solutions and provide exceptional client service. If you're passionate about technology and enjoy solving problems in a dynamic environment, this opportunity is perfect for you. Be part of a collaborative team that drives innovation in the insurance industry!

Qualifications

• 2+ years in customer/technical support in a SaaS B2B environment.
• Strong problem-solving and critical thinking skills are essential.

Responsibilities

• Provide ongoing support and optimize platform usage for clients.
• Educate customers on best practices and document new features.

Skills

Customer support experience

Technical support experience

Critical thinking

Problem-solving

Attention to detail

Excellent communication skills

Education

College degree

Tools

Microsoft Office Suite

JIRA

Job description

Client Solution Engineer for SaaS Company

Location: e123 is a Work From Anywhere company, and the person in this role can be based anywhere in the US.

Why join e123? e123 has a powerful core insurtech platform that powers distribution management for hundreds of life and health insurance clients and drives over $1B in annual premium billings through a network of nearly 250,000 agents. e123 is in a unique position:

• Powerful and widely-used core product; premier position central to our industry
• Great growth opportunities with multi-million dollar challenges/opportunities faced by clients and prospective customers
• Deep company expertise in Insurance distribution networks
• Great company with a highly collaborative style and approach

Job Description: The Client Solution Engineer will work directly with our B2B customers from onboarding through the customer’s entire lifecycle while building long-term relationships. This position requires the ability to work with clients and other e123 team members to rapidly identify solutions to more complicated client business requirements and root causes of client issues. This requires developing a deep understanding of our software solution and its intended uses, in order to instruct clients how they can get the most utility out of our platform. This position will also interface heavily with our developers in order to provide accurate specs that will solve clients’ business needs.

Responsibilities:

• Provide ongoing support to our clients for both business process improvements and technical issues to ensure that customers are using our platform optimally, and the platform is working optimally, for their needs
• Assess technical issues and identify solutions to these issues using creative problem solving
• Educate and coach customers on best practices of our platform
• Serve as a liaison between clients/client-facing support team members and internal technical staff members
• Document new features or customizations and work with Development to implement and perform QA testing for each
• Support onboarding efforts that include configuration of our platform and capturing required customization
• Work with customers by phone and online using collaboration tools, video chats, and desktop sharing
• Proactively manage customers, anticipating potential pitfall issues and working to identify and prevent them
• Passionately deliver superior client service

Required Skills & Experience:

• 2+ years of customer support/technical support experience in a customer-facing role within a software company, ideally in a SaaS, B2B environment
• Critical thinking skills
• Problem-solving skills, i.e., ability to troubleshoot on the fly. Understands how to capture business requirements
• Demonstrated ability to take initiative to proactively solve problems
• Attention to detail
• Comfortable working in a fast-moving, rapidly-evolving company and industry
• Excellent written and verbal communication skills
• Ability to manage communication between customers and developers. Must be proficient in Microsoft Office Suite
• Experience with JIRA or a similar ticketing system is a plus
• College degree preferred